Support Engineer

**Purpose of Role**:
The NCI Support Engineer role is bringing the support and maintenance services to regional, global and DDC’s platform teams in the services provided by NCI to the organization’s end-user Infrastructure environment.

**Job Role and Responsibilities**:
Scope:

- The NCI Support Engineer will work closely with the internal end users and operation areas on the DDCs

(Colombia and Philippines)
- The services will be provided to local and worldwide Inchcape markets as required.
- Will support, operate NCI services directly to the Regional, global or DDC teams.
- Active participation on the projects, supporting the services flows to incorporate the new projects into the

support provisioning service.
- Will work in the On Premise, Cloud, Infrastructure and Network services

Strategy & Planning
- Participate in key process improvements.

ensure availability, reliability, and scalability of corporate servers to meet business demands.
- Implement policies and procedures.
- Monitoring all services and hardware and manage the escalation to the 3rd party service provider

Operational Management:

- Provide timely response to customer escalations.
- Manage ticketing tolls.
- Implement the digital flows to bring the NCI service support
- Escalate issues to the 3rd party service provider.
- Monitor and test system performance and provide performance statistics and reports.
- Manage the identity process and support the infrastructure.
- Manage and/or provide guidance to junior members of the team.
- Support and manage the O365 environment

Formal Education & Certification:

- University degree in the field of computer science or management information systems or a related discipline.
- Certifications in MS Windows server.
- Certifications in Azure foundation.
- Itil v3 or V4 foundation.

**Skills and Experience Required**:
Knowledge and Experience
- At least 3 years’ work experience in support teams
- Strong knowledge of IT infrastructure.
- Exceptional Knowledge about windows server, Active directory, VPN, Identity services, cloud services, routing and switch.
- Experience with monitoring tools.
- Preferred experience in Manage engine environments.
- Strong knowledge in process and support flows.
- Strong Microsoft Office 365 / OneDrive / SharePoint / Teams management
- Familiarity with TCP/IP and network protocols, and operating system configuration.
- knowledge of systems development life cycle methodologies.
- Experience in deployment, managing and troubleshooting office assets as Printers, Desktops, and others.
- Maintain and perform a scan of antivirus software via remote and manual.
- Experience with end user support.
- Reimage and deploy computers
- Hardware/Software installation
- LAN or WLAN troubleshooting.

Personal Attributes
- Ability to prioritize and execute tasks in a high-pressure high-paced environment and make sound decisions.
- Experience working in a team-oriented, collaborative environment.
- Good understanding of the organization’s goals and objectives.
- Strong interpersonal, written, and oral communication skills and ability to present ideas in a user-friendly language.
- Ability to write & present technical & design documents.
- Able to conduct research into issues and products as required, and document outcomes.
- Highly self-motivated and directed.
- Strong customer service orientation.
- English spoken and written.

Work Conditions
- Available to work in different time zones if required.
- Available to move to different local office locations.
- Some afterhours work will be required to join online meetings with global team members.

**Benefits**:

- Work from home

Schedule:

- Monday to Friday

Work Location: Remote